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I read an interesting article Monday morning written by Alan Murray, a columnist for Fortune.
Mr. Murray discusses how Ubiquitous data, a natural language processing company, now has software available which allows companies to know more about their customer.
What started out as a plan to assist and help customers could become a situation where the company manipulates the customer.
Companies are beginning to use call centers with this new software which allows the company to judge a caller’s tone of voice and pace of speech. Pace of speech indicates how upset a customer is.
The voice analysis of the caller gives the company a heads-up on whether they are dealing with an angry customer and how many times they have dealt with this same person allowing certain agents to answer the phone! Murray states, “This can lead to not better customer service, but worse.”
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Let us never doubt “big brother.”
